From Bright Pattern Documentation
• 5.3
Contents
- Supervisor Guide Introduction
- Purpose
- AudienceTutorials
- Supervisor TutorialsStarting Your Working Session
- Starting Agent Desktop
- User Interface Overview
- Working as an Agent
- Working as a Supervisor
- Wallboard
- Home Page
- Cases
- Omni QMAgent Management
- Changing Agent State
- About Chat Center
- Call Recording
- Call Monitoring, Coaching, and Barge-In
- Continuous Agent Monitoring
- Grading Calls in Progress
- Agent Screen Monitoring
- Managing Calendar Events
- Quality ManagementCalendars
- Working With Agent CalendarsCampaign Operation
- General Information About Campaign Operation
- General Campaign Metrics View
- Individual Campaign Metrics View
- List of Campaign Metrics
- Quota Metrics View
- List of Quota Metrics
- Lists View
- List of List Metrics
- Campaign Teams ViewEmail Queue
- General Information About Email Queue ManagementReal-time Metrics
- General Information About Metric Viewing
- Understanding Real-Time Metrics
- Team Metrics View
- List of Team Metrics
- Service Metrics View
- Service Metric Descriptions
- Skill Metrics View
- List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric Alerts
- Overview
- Agent Management
- Calendars
- Campaigns
- Email Queue
- Real-Time Metrics
- Overview
- Customizing Metrics
- Customizing Real-Time Metric Alerts
Customizing Real-Time Metric Alerts
You can set thresholds for some of the service, campaign, and agent metrics and be visually alerted whenever the current values of the corresponding metrics reach those thresholds.
How to Set Threshold Values
- Click the Settings in the upper right corner of the Agent Desktop.
- Select Alert Configuration from the drop-down menu.
- Click in the area adjacent to the name of the statistic for which you would like to set or change the threshold and select the Custom box.
- Enter the desired threshold value.
- Click Apply.
Changing Alert Colors
You can customize the color of the text and background of alerts. Do do this, follow these steps:
- Click the Settings in the upper right corner of the Agent Desktop.
- Select Alert Configuration from the drop-down menu.
- Click in the area adjacent to name of the statistic that you would like to change the color of and select the Custom box.
- From here, click the Color field to access Alert Colors.
- Select the color of the text or the background (or both) as it shall appear when the actual metric value reaches the specified threshold, and click OK.
- Back in Alert Configuration, click Apply.
How to Set System-Wide Thresholds
Depending on your privileges, you may be able to make the thresholds that you define available system-wide (i.e., to all other supervisors in your contact center). Note that they may still be able to customize these thresholds for their own desktops. To apply your thresholds system-wide, follow these steps:
- Click the Settings in the upper right corner of the Agent Desktop.
- Select Alert Configuration from the drop-down menu.
- Click in the area adjacent to the name of the statistic for which you would like to set or change the threshold and select the Custom box.
- Enter the desired threshold value.
- Click the Set as System Default button.